The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Evolving your support org to thrive in the AI era
May 24, 2024
Declan Ivory, Intercom's VP of Customer Support, and Ruth O'Brien, Senior Director of Automated and Proactive Support, discuss the evolution of support orgs in the AI era. They highlight the benefits of AI integration, shifting support roles, redefining success metrics, and predicting the future of support organizations with AI.
31:07
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Quick takeaways
- AI is imperative for enhancing customer experiences through AI first messaging and AI assisting support teams.
- AI integration empowers support teams to focus on enhancing customer experiences beyond immediate queries, transforming support into a value-adding segment of the business.
Deep dives
Importance of AI in Customer Support
AI technology, particularly large language models, has advanced significantly in recent times, providing support leaders with the opportunity to transform how support is delivered. The adoption of AI at scale has become imperative for enhancing customer experiences through AI first messaging and AI assisting support teams. The transformative impact of AI presents support leaders with an essential opportunity to evolve their organizations and deliver unprecedented value to their businesses.
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